Supporting Your People: Recognising and Responding to Vulnerability in Insurance Teams

EVENT OVERVIEW

This practical webinar will help team leaders recognise early signs that someone may be struggling, begin supportive conversations confidently, listen without rushing to solve, and agree meaningful workplace support. It will also clarify the boundaries of the team leader’s role and when concerns should be escalated appropriately.

SPEAKER BIO

Jacqui Turner is a multi-award-winning customer service and leadership training provider, global speaker, podcast guest and published writer. With a 30 year training career, including 20 years’ experience within the insurance sector, including roles with Lloyds TSB Insurance and HSBC General Insurance, Jacqui brings a deep understanding of the pressures, expectations and realities of customer-facing insurance environments.

Before setting up her business, Jacqui was the Leadership Trainer for Tesco, where she was awarded Welsh Contact Centre Trainer of the Year in 2015.

Today, through Turner Corner Learning Solutions, she helps organisations develop confident, capable team leaders and service professionals who improve customer outcomes and build stronger, more engaged teams.

LEARNING OUTCOMES

By the end of the session, you should understand:

• Explain how prolonged exposure to difficult, complex and emotionally charged insurance calls can affect employee wellbeing, confidence and performance
• Recognise changes in behaviour, attendance, communication and performance that may indicate a team member needs additional support
• Use gentle, specific check-in questions to begin a supportive conversation without diagnosing, judging or making assumptions.
• Apply a practical four-step approach to vulnerable conversations: pause and listen, acknowledge, ask what support is needed, and agree appropriate next steps.
• Identify practical workplace support and distinguish between situations a team leader can manage and those requiring HR, wellbeing, or specialist escalation.